Customer Advocate with TS/SCI FSP

US-MD-Columbia
Job ID
2017-2551
# of Openings
2
Category
Information Technology Services

Overview

Founded in 1987, IMG has been a leading small business that exemplifies competence, integrity and follow-through by consistently providing customer focused professional services derived from our knowledge of the customer, understanding of the requirements, development of our approach, proposal of our solution, delivery of our offerings, and the effective management of our services to ensure that our company is recognized for our relentless pursuit of improvement and for continually exceeding expectations.

 

IMG is seeking a Customer Advocate with TS/SCI Full Scope Polygraph to work at its Columbia, MD location.

Responsibilities

The Customer advocate’s main role is to ensure the program provides client-minded services. They use data collection strategies such as online surveys and face-to-face interviews to identify customer needs and preferences. When interacting with customers, for instance, they must ask questions in a clear and understandable manner, while building rapport. Effective advocates are adept problem-solvers and good decision-makers. As they address customer issues, they must analyze several complaints, prioritize them and determine which ones require immediate attention.

Position Responsibilities:

  1. Handle escalated calls, resolving more complex customer issues in a one and done manner
  2. Demonstrate outstanding service to identify the source of the issue and work to resolve customer inquiries and issues in a timely and professional manner
  3. Assist customers in navigating websites and encourage and reassure them to become self-sufficient
  4. Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member 
  5. Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues 

Qualifications

The Customer Advocate shall have nine (9) years of experience that may include a combination of work history and education. A master’s degree is equivalent to 6 years of experience, a bachelor’s degree is equivalent to 4 years of experience and an associate’s degree is equivalent to 2 years of experience. The degree must be from an accredited college or university.

Work experience must be in knowledge management or learning development. In addition, must have excellent facilitation, program/activity management, and written and oral communication skills.

 

Required Clearance:  Candidate must have a TS/SCI polygraph clearance

 

IMG COMPANY BENEFITS

 

Health, dental, vision, and life insurance

401(k) with company match

20 days of personal leave plus paid holidays

Certification Reimbursement

 

Information Management Group is an EOE. All qualified applicants will receive consideration for employment without regard to Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation/National Origin

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